With the objective of customer satisfaction, EKO (since December 2012) has implemented a comprehensive fuel quantity and quality control program, through continuous audits from the refinery all the way to the customer’s fuel tank.
More information on the EKO ASSURANCE program can be found at: http://www.eko.gr/pratiria/programmata-2/programma-engyisi-eko/.
The implementation of the EKO ASSURANCE Program has succeeded in ensuring that our customers receive exactly the right quality and quantity of fuel at service stations.
More specifically, in 2015, our customers successfully used 1,532 spot test kits at EKO’s service stations. During the same period, our partners from the NTUA inspected 763 petrol stations and checked 4,023 pump-nozzles.
At HF, since 2011, we have developed a comprehensive system for checking fuel quality, in cooperation with the Laboratory of Fuels and Lubricants of the National Technical University of Athens (NTUA). Two mobile crews, staffed with NTUA personnel, are equipped with special equipment for on-site quality testing, enabling the team to immediately identify any deviations from the specifications.
At the same time, during the audits, fuel samples are taken and analytically inspected by the NTUA’s Laboratory of Fuels and Lubricants. Moreover, fuel quantitative precision measurements with certified volumetric containers take place to ensure that the existing relevant legislation is being followed.
The audits are conducted throughout the year, with no prior notice made to the service station. The inspections are recorded and documented both at the service station as well as in databases maintained at the NTUA’s Laboratory of Fuels and Lubricants. Through this approach system, mobile crews, staffed with NTUA personnel, audited 653 service stations of HF and inspected 3,904 pump-nozzles.
Marketing KPIs
| No. of CALYPSO service stations |
2010 |
2011 |
2012 |
2013 |
2014 |
2015 |
2016 (target) |
34
(brand EKO) |
38
(brand EKO) |
54
(48 brand EKO
& 6 brand HF) |
90
(60 brand EKO
& 30 brand HF) |
139
(77 brand EKO
& 62 brand HF) |
166
(88 brand EKO
& 78 brand HF) |
193
(99 brand EKO
& 94 brand HF) |
|
Average number of training man-hours per person (service stations' managers, owners and employees)
|
2012 |
2014 |
2015 |
2016 (target) |
499 / 251
1.99 average training hours per employee |
2,237 / 284
7.9 average training hours per employee |
2,825 / 1,283
2.2 average training hours per employee |
3,916 / 978
4 average training hours per employee
|
Customer Information
Information on the Group's products is adequate, ongoing and comprehensive. The types of products that are subject to labelling requirements include lubricants (both imported and domestic blended) and car care chemicals (such as antifreeze fluid and brake fluid). Lubricants (industrial, commercial & consumer) are, in general, deemed as low-volatility products and are not assessed as being dangerous (hazardous) substances.
Labels and Material Safety Data Sheets – MSDS substantiate the safety of the product, provide information on how to use it, as well as its specifications and ultimately, how to dispose of it. Each product is labelled in accordance with the relevant European legislation whereby the required information is visible on the packaging (the product’s shelf life does not fall within mandatory labeling).
All activities concerned with the advertising and promotion of the products fully comply with the Code of Conduct of the Association of Advertisers and the Association of Advertising and Communication. The Group’s marketing staff also participates in educational programs and training seminars so that they can keep abreast of best practices and new regulations.